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http://hdl.handle.net/10397/87736
Title: | Crisis management : a case study of disease outbreak in the Metropark Hotel group | Authors: | Fung, C Tsui, B Hon, AH |
Issue Date: | 2020 | Source: | Asia Pacific Journal of Tourism Research, 2020, v. 25, no. 10, p. 1062-1070 | Abstract: | With a daily people flow of hundreds and even thousands, the hospitality industry has faced a considerable disease crisis challenge in the past 15 years. Hong Kong China Travel Service Hotels Corporate Limited (HK CTS Hotels) has experienced the impact of Severe Acute Respiratory Syndrome (SARS) in 2003 and Influenza A (H1N1) in 2009. Learning from this, the hotel group has developed its crisis management contingency plan. Despite this, it was again hit by a measles crisis in 2019, renewing the hotel group’s concern with crisis management and image. This case study provides an accurate and contemporary scenario for students to understand the development of a crisis management plan and marketing strategy for hotel image recovery by following the four phases of a crisis management framework. | Keywords: | Disease outbreak Contingency plan Image recovery Handling guidelines Guest satisfaction Crisis management framework |
Publisher: | Taylor & Francis | Journal: | Asia Pacific journal of tourism research | ISSN: | 1094-1665 | EISSN: | 1741-6507 | DOI: | 10.1080/10941665.2020.1784245 | Rights: | © 2020 Asia Pacific Tourism Association This is an Accepted Manuscript of an article published by Taylor & Francis in Asia Pacific Journal of Tourism Research on 3 Jul 2020 (Published online), available online: http://www.tandfonline.com/10.1080/10941665.2020.1784245 |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Fung_Crisis_Management_Metropark.pdf | Pre-Published version | 956.76 kB | Adobe PDF | View/Open |
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